Article ID:3893756

How To: VIP Portal - Executive Assistant Scenario and Phone Mapping Solution

Written By Jexter Reyes (Administrator)

Updated at July 23rd, 2026

Table of Contents

Objective Symptoms Procedure Instructions (For Executive Assistants) Internal Setup Related Information High-Level Process (How It Works) Escalation Information Escalation Information: SD1 Change Log

Objective

This use case supports an “Executive Assistant” call flow where executives and their assistants each have a direct number, but the assistant handles most calls and can quickly hand off or listen in when needed.

NOTE: The goal in this scenario is:

When the Executive is called, both the Executive and Assistant ring.
When the Assistant is called, only the Assistant rings.
Assistant can hand off the Executive’s caller with one tap.
Assistant can one-tap join to listen in without hold music leaking into the call.

Symptoms

"Executive Assistant" scenario - program mapping solution

Procedure

Instructions (For Executive Assistants)

Answer an Incoming Executive Call
1. Answer the ringing call (this may ring on your phone because you share the Executive’s SLA/Shared Line).
2. Confirm whether the Executive wants the call.
  
  TIP: It is recommended to place the caller on Hold while you check
3. If the Executive wants the call, press your Bridge button (BLF for x8801).
4. You should see Transfer Complete on your screen.
5. The Bridge button should turn solid red, indicating someone is now on the bridge.
Executive Picks Up the Call
1. The Executive taps their Bridge button (BLF for x8801).
2. The Executive is connected to the caller from the bridge.
Assistant Joins to Listen In (One Tap)
1. When the Bridge key is red, press the red Bridge button to join.
2. No entry/exit tones will play.
3. While listening in, you can:
  - Put the call on hold on your device without leaking hold music into the conference
  - Answer incoming calls
  - Make outgoing calls

TIP: Use the BLF status to quickly understand the call state:

Green = nobody is on the bridge
Red = bridge in use.

Internal Setup

NOTE: This process is exclusively for Crexendo Admin / Support Only

High-Level Process (How It Works)

The Executive has a secondary extension (example: 100s).
The Assistant phone has that Executive’s secondary extension added as an SLA/Shared Line, so the Assistant rings when the Executive is called.
A dedicated conference bridge (example: x8801) is used as a “handoff + listen-in bridge.”
Both the Executive and Assistant phones have a BLF key for the bridge labeled Bridge:
- Green = bridge empty
- Red = someone is on the bridge

IMPORTANT: Here are some important behaviors:

The conference is configured to start with 1 user so the caller does not hear hold music while waiting.
If a VIP phone in the bridge puts the call on hold, hold music is not relayed back into the conference.
No entry/exit tones are played when users join/leave the bridge.

Escalation Information

Escalation Information: SD1

If you need additional assistance, contact Crexendo Support at 855-211-2255 or email us at support@crexendo.com

Change Log

Date	Description
Jul 23, 2026	Article revamped

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